Your charter says the following:
"When there are delays of 15 minutes or more, we will make on-train announcements about compensation (including the claim process) and hand out claims forms on trains and at stations. We will also publicise through our website and Customer App when compensation is payable."
I have never heard an on-board announcement on an applicable delayed journey yet about delay repay and I have had about a dozen. Even in the past two days, my journey into work has been delayed by more than 15 mins on both occasions. To be fair today the company did a good job in trying circumstances with signal failure at Wimbledon. However, on neither journey was delay repay mentioned.
Are the words in your charter worth anything, as they don't seem to be followed?
In respect of promoting Delay Repay during service disruption, reference to this facility along with links to further information, are always displayed at the bottom of all our customer disruption communication - you can view current disruption messaging here under 'Line Updates' and here on a our service summary page.
This information can be found at the bottom of every customer message.
Similarly, when we send out Journey Check Alert emails these are appended with a reference to Delay Repay.
In regards to Guard's announcements, they are supposed to duplicate such messages via the on train announcement system, including reference to Delay Repay. If there have been any incidents where this has not happened, these will be isolated ones, and we are sorry if these have not been made.
Dom, Many thanks for your reply. As said, that is certainly not my experience, but I can only trust train crew are reminded of the responsibility to make such announcements. I find the approach to the Charter bizarre. It was only issued in December, so not that long ago, and yet there is no way you can meet some of its commitments. The idea that staff are going to be handing out claim forms on trains and in stations affected by delay repay is unrealistic. As discussed elsewhere on this forum you also commit to a Meet the Manager programme that you are unsure you will continue with or replace with something else. The essence of a good charter should surely be things you can and will do. Kind regards, Ian
Thanks for responding back, and you are most welcome. In respect of the Charter, this is certainly there to provide a clear set of practical standards and promises against which we can be measured. That being said, I do take you point about the wording where the practicalities of handing out leaflets in the event of delays of 15 minutes or more. This indeed does not seem to be fully practical, and so I will go back to the team responsible for producing it and will ask them to check this wording.
In respect of last Meet the Manager, this took place late in 2017, and we are certainly obligated to hold these, and intend to do so more regularly moving forward. I should clarify that there is not currently a specified frequency in respect of industry practice. I work fairly closely with the specialist Customer Engagement team, and I can confidently advise that they are currently working on a dynamic new customer engagement programme, which will include a wide range of engagement activities and facilities, including regular revamped Meet the Manager sessions. There will be more out on this very soon.